Blank notification sent to customer when organization removed

Question

When an agent removes an organization from a JSD ticket, a notification is sent to the customer. I expect the notification to include a description of the update i.e. "Organization X has been removed from the ticket". However, the notification only informs the customer that the ticket was updated.

How can I configure JSD to send the appropriate update text to the customer when the ticket is updated?

rae edwards · Answer

Please see below of the email that was received after the organization was removed from the ticket. thank you. ******************* THIS EMAIL IS FROM EXTERNAL SOURCE, DO NOT CLICK THE LINK OR ATTACHMENT IF YOU DO NOT KNOW THE SENDER Fozia Khan updated an issue Sysmex Help Desk / IS 73 - CDHBE1_1 duplicate problem ID Change By:Fozia Khan Service Level:Normal

Another problem reported by Sue, this time change it from private request, can only select one (from Agent side it allowed me to select 2) and make the Problem ID the same as a previous one

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Susan Hauth _Jira Queen_ · Answer

Hi Rae,

Do you have an example of that notification.  I did not think that Jsd did do a notification for removal of an organization?

Susan